organisational behaviour

Is Experience Blindness the Default State of the Business World?

Is the default condition of showing-up and operating in the business world that of experience blindness? Is the reason that so little progress has been made by so many on customer experience due to this experience blindness? Is experience blindness the cause behind so many workplaces having the same feel as hospitals?

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Customer Strategy

There are strategies for sales, communication, marketing, media, online, business, mobile, retail… almost anything, with the exception of those the strategies in the end are for; the customers.

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Why Is Great Service Hard to Find?

If you're like me, you're probably constantly scratching your head and wondering: "Why is great service so hard to find?"

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Great Brands Do Brand as Business

This post wraps up the series of posters from my new book, What Great Brands Do: The Seven Brand-Building Principles That Separate the Best from the Rest — Great Brands Do “Brand As Business.” This brand-as-business management approach is ultimately what distinguishes great brands from merely good ones.

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Tools to Deliver an Amazing Customer Experience

Do you know what Amazement is?

A couple months ago, Shep Hyken sent me his latest book, Amaze Every Customer Every Time: 52 Tools for Delivering the Most Amazing Customer Service on the Planet. I'm making my way through some great books on my bookshelf, and today I'll share some amazing tools and learnings from Shep's book.

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Great Brands Sweat the Small Stuff

Great brands may think big, but they sweat the small stuff. They know that all the little things they do or fail to do in person shape brand perceptions far more than the big things they claim through mass media. So they design their customer experiences down to last detail, and usually appeal to as many of the five human senses as possible, since they know those experiences are so much more impactful, distinctive, and memorable than any advertising or marketing program they could run.

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Integrity: Is This Why Apple, John Lewis, and Amazon are Masters of the Customer Experience?

Apple, John Lewis, Amazon: Masters of the Customer Experience?

Holidays are over and three organisations stand out for me: Apple, John Lewis, and Amazon. Why? It occurs to me that the people in these organisations get customers as human beings, are clear about the kind of customer experience they are up for delivering, AND have put in place a system for delivering this kind of customer experience.

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Service DNA

If I were to ask you to name a company that consistently excels at customer service, what company would come to mind? In you are part of a military family, you might say USAA. If you live in the Southeast, you might tell me about Publix Supermarkets. If you are a golf aficionado, you might share your Masters experience with me. And, if you are passionate about shoes, you might mention either Nordstrom or Zappos. No doubt, others among you would name companies such as Enterprise Rent-a-Car, Chick-fil-A, Apple Stores, Disney, and Mayo Clinic.

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What Can We Learn From Ryanair’s Change Of Heart?

Amidst the slavish devotion to customer experience and the ideology of customer-centricity I find Ryanair refreshing and instructive – including its recent change in stance towards how the organisation treats its customers. What can we learn from Ryanair and this change in stance?

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CX Journey Lessons from Christopher Columbus

What can we learn about the CX Journey from Christopher Columbus' journeys?

Yesterday was Columbus Day in the U.S., a holiday that honors Italian sailor and navigator Christopher Columbus and commemorates his discovery of the New World (Western Hemisphere). The journey to the New World wasn't his first journey, but it was the one that opened up lasting contact for Europeans with the Americas.

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